Overall Purpose

This position plays a vital role as the heart and soul of one of our latest Neighbourhoods, engaging daily with residents to foster connections and curate a distinctive and memorable living experience.

The primary responsibility is to ensure resident satisfaction by offering efficient and friendly assistance for all requests, ensuring a seamless operation with a top-notch customer service experience.

Key Responsibilities & Accountabilities

• Effectively communicate with residents, visitors, colleagues, couriers, and contractors, welcoming everyone with a warm and professional demeanor.
• Confidently address any unknown visitors in a friendly and professional manner.
• Aid residents with inquiries regarding premises facilities.
• Stay informed about residents and neighbourhood activities to provide recommendations on the local area, attractions, and events. Maintain Neighbourhood events diary.
• Manage and update amenity reservations such as VIP events, arrangements, and special requests. Handle amenity space reservations promptly according to residents' needs, while ensuring high standards of cleanliness and hygiene.
• Supervise parcel and postal delivery services to ensure correct usage of rental boxes and timely notification of deliveries to residents.
• Assist with resident move-ins and move-outs as directed by the Resident Management team.
• Support the Leasing team with any specific requirements for residents to ensure timely execution of all pre-move-in tasks.
• Monitor all maintenance requests for the building, providing accurate responses to resident inquiries.
• Maintain oversight of premises operations, ensuring safety and compliance measures are upheld. Collaborate effectively with relevant teams for smooth premises operations.
• Conduct regular compliance inspections of the building to ensure adherence to all Fire, Life & Safety systems and promptly address any issues.
• Facilitate daily shift handovers to ensure effective communication of outstanding matters for seamless transitions and issue resolutions.
• Review and analyze service levels on a weekly/monthly basis, identifying opportunities for enhancement.
• Attend all required meetings and fulfill additional duties as needed.

Key Relationships

Internal:
Neighbourhood, leasing and customer hub teams, estate management team (security), various internal departments, other GL neighbourhoods.

External:
Residents, third-party contractors and suppliers, relevant service providers, retail partners.

Financial

• Ensure accurate processing of all resident payments at the point of sale.
• Identify and explore ways to enhance financial performance to reduce Cost Per Unit (CPU).

People

• Cultivate effective relationships with the neighbourhood team.
• Participate in daily team briefings and maintain a clear focus on operational objectives.

Health & Safety

• Ensure compliance with all legal, statutory, and servicing requirements, maintaining up-to-date records with a data management system.
• Uphold licensing objectives and control measures.
• Assist in Crisis Management and Office evacuation planning and training.
• Maintain records for compliance audits at all times.

Qualifications & Experience

• Demonstrated strong customer service experience in residential and/or service sectors.

Key Skills & Competencies

• Exceptional verbal and written communication abilities
• Proven track record of delivering outstanding customer service
• Self-motivated, proactive, and detail-oriented.
• Enthusiastic about providing exceptional service.
• Skilled in engaging confidently with residents.
• Display flexibility, adaptability, and cooperation with residents and colleagues.
• Ability to work effectively under pressure while maintaining calmness.

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GetLiving Commitment

Diversity & Inclusion
We are dedicated to fostering a diverse environment and are proud to be an equal opportunity employer.

All candidates will be considered based on their qualifications without discrimination based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Health and Safety
Get Living is committed to ensuring a safe and healthy environment for all individuals impacted by its operations.

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